Complaints

This profile includes complaints for Berlin City Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Berlin City Auto Group

  191 Riverside Street Portland, ME 04103-1039

• 

  Berlin City Auto Group

  227 Maine Mall Rd S Portland, ME 04106-2312

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took our 2010 Prius in for a state inspection.The service department encouraged us to spend $2100 to have brakes repaired in order to secure the state sticker.After we agreed to the work, it took three business days for the work to occur.During this time period, there was no substantive communication beyonds and my inquiries about when the car would be ready, and brief responses from the service department for when the car would be ready.On the third business day, we were notified that the car would be ready for pickup.When we arrived, we were told that they could not issue the state inspection sticker because there car had an exhaust issue.They never followed up with details until we received an automated email notification that the exhaust repair would total close to $******* short, we were mislead into spending 2k on brakes and then told that the car needed an additional 6k of work.We obviously would not have wasted the 2k if we were notified of the additional required repairs.

  

  Business Response

  Date: 02/05/2025

  Hello Mr. *********** we apologize that we were unable to weld the exhaust brackets back on the vehicle.  We can only replace the entire exhaust at our shop.  This repair can be done at any of the places we recommended to you and should not cost more than $200.  This is why we gave you the $200 credit off the bill to have this repaired.  If you would like, we could set up an appointment with them to do the repair and drop the vehicle off for you.  We apologize for the inconvenience.

• Initial Complaint

  Date:10/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found a ***** HR-V at Berlin City ***** of Portland online advertised as a CPO, test drove it, loved it, I signed all the paperwork, had the loan approved through my credit Union. Berlin city ran my credit so it dropped (as expected), they told me to come back in the morning to pick up the car. I got a message the next morning from them saying they don't have the title and that I should look at other cars. And sent me a Nissan rogue. I told them I'm not looking for nor do I want a Nissan. I asked them why they not only had it listed but listed as a CPO if they don't have the title, they said it 100% has a clean title "it just slipped through the cracks". I asked that since they don't have the title to stand by the *** certification if we could negotiate the price and I could wait for the title they said they wouldn't want to risk selling a junk car. Now I'm starting the search over again with a lower credit score for no reason because this location went out of their way to check if I had everything in order but never checked if they did.

  

  Business Response

  Date: 10/28/2024

  The 2019 ***** HRV is still held for ****** ****** if he wants it.  The previous owner had a Florida registration.  ************** has been delayed in releasing the title to the Maine BMV, so once we found that out we alerted ****** of this and pulled the vehicle from our site.  The title issue does not affect any part of the manufacturer certification through *****.  Once the title delay is rectified the vehicle will still be sold a ***** Certified.  

  The Salesperson gave ****** an alternative vehicle to try to be proactive given the unexpected situation.  

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2020 Camry XSE from Berlin City Toyota in Portland last year. It is at 65k miles and I was told by the service center the transmission is already failing. This car is only 3 years old, and I have only had it for one year. There is no reason it should already be broken. I am requesting that Berlin City either buy back my vehicle, or allow me to trade it for a new one. I am just out of powertrain **************** purchase Toyotas for their reliability. This issue is unacceptable.

  

  Business Response

  Date: 09/22/2023

  Hello ********************, I just reviewed your purchase and you have warranty up to ****** miles.  I see you purchased the vehicle with approximately 36k miles.  I'm not sure what your current mileage is, but I'm guessing you did not put on 40k miles in the past year.  Please give us a call at ************ and we can review the next steps in repairing your vehicle. 

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I only have the powertrain warranty currently and no longer have the warranty when I purchased the vehicle. ******** in the service center in Portland confirmed with Toyota that I only have the powertrain but I am over it by 5k miles. My car is at 65k miles. We have not heard back from Toyota about replacing it under goodwill, especially since the car is only 3 years old and shouldn't have this issue. Additionally, I am aware of an active lawsuit going on for newer Toyotas. If the transmission itself for these vehicles has not been resolved, the same one will be put in again. Bringing me back to square one down the road. I have never heard of a transmission going out on a Toyota at only 65k miles. ******* or not I have a warranty, that is a serious problem. I have a loan for $32,000. It would be one thing for the transmission to go later on, but after a year of ownership, absolutely not.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 10/04/2023

  Hello ********, we are sorry to hear about your transmission and apologize you are going through this.  Unfortunately, Toyota's factory warranty expires at 60k miles and we as a dealer cannot change this policy.  We could potentially look for a pre-owned or rebuilt transmission to help save you some money on the repair.  Please let us know if you would like us to look into this option.

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I refuse to believe there isn't more you can do. You did so little, I can't even get a discount for parts or for labor. Whether you're responsible for Toyota covering the replacement or not, the vehicle was purchased from this dealership. I brought the vehicle in within the recommended service time for the transmission. Are you telling me that Toyotas only last 65k miles now? 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My left side sliding door stopped working. It wouldn't work manually or electrically. I took it to my local Toyota dealership to get it fixed.The first thing that was distressing was that I was asked for permission to break the interior of the door to diagnose it. I gave the permission, because it was unsafe for a passenger not to be able to exit the vehicle in case on an accident.I was sent a text message that it would be about $900 to repair it.I thought the was cost exorbitant. I decided to call Toyota corporate. They told me that a customer program should cover the cable break in the door.I texted the dealership and they said no, because the door handle broke, causing the cable to break.I talked to Toyota corporate on the phone for over a week waiting for a call from the dealership. They never called me. I called Toyota corporate today and they connected me with the dealership that maintained that the handle breaking broke the cable. The customer program is not ********************************* corporate did not offer to do anything. They just said, have a nice day.I paid the $997.59 and picked up the van today. Drove it home. The outside handle still doesn't work.I called the dealership and they said the person I needed to talk to was busy and would call me back.They have not called.

  

  Business Response

  Date: 10/04/2023

  Hello ****************, we apologize for the inconvenience of this.  If the handle is still not working, we would gladly correct this for you.  Please reach out to schedule an appointment at your convenience and we will get this addressed for you.  Our number is ************.

  Customer Answer

  Date: 10/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc purchased a 2017 Nissan Pathfinder from Berlin City Auto group at their ****** location from *********************. It has been in and out of their service shop due to various issues, it seems as soon as he gets it back it goes back in for something else. At one point in time during June of this year I was driving the Pathfinder (due to the fact I bought a highly defective *** Terrain from them, as well) when I went to back out of my parking spot it stalled, I got it to start back up but then when I had parked it again and went to re-start it it stalled again and I ended up being stuck in the Family Dollar parking lot on a scorching hot day with a car that wouldn't start. Although I can not get the *** to get inspected due to it needed upwards of $3,500 worth of work my fianc *********************** decided to risk it and drive to the parking lot to see if he could trouble shoot the problem and potentially jump it with the ***'s battery. Even after trying to jump it it wouldn't hold a charge, I called Berlin City Nissan of ****** and spoke with a **** who informed me since it was end of business day there was nothing they could do until the next day so to call a local tow service and inform them that **** referred us to them. I called the tow company and relayed that exact information and they started questioning me about who was paying for the tow- us or Berlin City, I told them I assumed Berlin City since it was **** who told me to call and say we were referred 'well usually Berlin City calls us directly if that's the case and **** tells us directly' I was told- I was basically like 'whatever we'll figure it out later we need a tow', The tow guy showed up and was able to move the Nissan into a parking space by keeping a battery pack attached to the engine, he then informed my fianc it was probably just a bad battery and it would be his cheapest option to just go buy a battery and then he should be all set as a tow (even 15 minutes away) would cost at least $50 not to mention the cost he'd pay to have it looked at. My fianc proceeded to do just that and was able to drive it home just to have the Nissan break down on him again trying to make it up the hill to our house a couple days later. This time he took t back to Berlin City to be told it needed a new alternator. I would say the Nissan was in the shop for at least close to two weeks before we got it back. Then when we got it back he may had it for a day or two before the light went on again, this time they stated it must be wiring attaching the alternator that wasn't installed properly, then the lights went on AGAIN after a couple of HOURS and this time they stated they couldn't give him a loaner vehicle because it went against their policy- so for that whole time we had to make it with one vehicle (not inspected) with a household of three children and two adults that work opposite shifts, once again it took WAY longer then it needed to, They stated they must've installed a FAULTY ALTERNATOR as a replacement. They told him he'd have it end of day Wed 8/9 and when he had to call to find out why they hadn't returned the call they told him it wouldn't be ready until 10:00 the next morning. They told him they'd give him two free oil changes (which Berlin City of ****** no longer gives customers a year free oil changes if you purchase a vehicle three anymore- even after they've used that as a selling point to customers) and a free tire rotation. Every time they've had the Nissan he has had to be the one to check and see what was going on, they have made no initiative to keep him updated- once he went a WEEK to see if they'd call and still had to be the one to reach out, he also sleeps days as he works overnights. ALL of this is inexcusable from the get go as to the lack of communication of the tow to the subpar service and total lack of consideration and communication and complete failure of the service department.

  

  Business Response

  Date: 08/31/2023

  Hello ****, Thank you for reaching out.  We apologize for the issues you are having on your vehicle.  You have reached Berlin City in Maine.  Please reach out to Berlin City Gorham at ************** and they can help.

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a used 2012 Toyota Camry from a small dealer in *********** about one month ago. Once weather dried up and the moisture on everything was gone, I noticed that the clear coat is damaged or missing on much of the roof and trunk, plus various other spots. Also has paint flaking in a few smaller areas along hood and trunk seams.~~Turns out, this is a known problem with MANY white Toyotas (and even Lexus) from certain years. The paint is known to go dull, flake off, and generally have many defects. Toyota offered some sort of "response" where you could take your car to a Toyota dealer (i.e. Berlin City) and have it examined to determine if free paint repairs would apply. Toyota's customer service 800 number confirmed my car is one of the affected cars. Unfortunately, their "response" ended last year! During the pandemic, no less.~~I did research before buying the car and never saw this issue mentioned. I checked the **** but the situation was never classified as a "recall", so it doesn't show up. Even one of their own employees told me this was all done to provide a smokescreen and prevent people from discovering the problem.~~Now I have a car where the paint may fall off from simply letting the car sit in the sun. I have gotten several opinions and they range from "the paint is going to fall off" to "you will need to do regular buffing, waxing, etc. for hundreds of dollars per treatment". This means I will lose a huge amount of money if I try to resell this car. If I keep it, it will be a money pit with all the paint care required.~~Berlin looked at the car and told me the coverage was expired and Toyota would do nothing.~~To summarize: Toyota manufactured defecting cars, they know my car is one of the affected cars, they ended the response during the pandemic when everything was complicated, and now they will not repair their defects. WHY should I be stuck with the bill???

  

  Business Response

  Date: 07/29/2023

  Hello *****,

  Toyota offers a 3 year warranty on paint for all new vehicles.  In some cases, they will extend this warranty but it is purely up to the manufacturer.  Unfortunately, a 2012 would have run out of the paint warranty 8 years ago.  I would recommend speaking with the dealer who sold you the vehicle and see if they offer any warranties against this.  I'm sorry we couldn't help.

  Customer Answer

  Date: 08/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Toyota never even addressed the issue at hand, which is their documented manufacturing defect with paint jobs on their white cars. How is it fair to leave Toyota owners with cars which have lost thousands off their value due to defective paint? They simply don't care because they know they are too powerful for people to find any remedy.  

  

  Business Response

  Date: 08/16/2023

  Hello again *****, I again apologize for the concerns you are having on your 2012 Camry.  As a dealer, we do not have the authorization to fix this for you at no charge since it is out of warranty.  The manufacturer sets the warranty and unfortunately, you are about 8 years out of warranty.  We also did not sell you the vehicle with the defects, so we would be unable to help as a dealer.  I would recommend reaching out to the dealer you purchased the vehicle from to see what they can offer for assistance.

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business has not even addressed the known problem with Toyota manufacturing vehicles using defective paint. I provided information on this problem in earlier messages. As far as I understand, the "extended response" from Toyota (after acknowledging the problem) ended last year. Not 8 years ago, which was the original warranty. When it was active, Toyota owners could bring in their cars (whether or not they were the first owner) and have an official Toyota dealership review the paint. If the paint passed their standards for defects, the repainting would be done for free on those body panels. Berlin City knows about this, as I have spoken with employees there. They are being dishonest with their replies in an effort to make the problem go away. If they cared at all, they could do research and see that Toyota owners are still struggling with loss of value on their cars due to the manufacturer's defective paint. WHY should Toyota be able to abandon cars with known defects just because their response ended last year? It's still their error, and they know we had 2-3 years of pandemic affecting all this. It just shows you how consumers get stuck with expensive repairs by dishonest corporations. 

  

  Business Response

  Date: 08/31/2023

  Hello *****,

  We are Berlin City Toyota of Portland and we did not sell you the vehicle.  Warranty parameters are set by Toyota, not dealerships.  It sounds like you recently purchased this vehicle after the extended warranty has expired.  You should reach out to the selling dealer or you could reach out to Toyota at **************.

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  The problem is that Toyota manufactured many cars with defective Super White paint (also Blizzard ****** and then ended their support program during the pandemic. As far as I know, it didn't matter where you bought the car or whether you were the original owner. The problems range from dull/chalky paint to the paint actually falling off and leaving the primer exposed. Berlin City told me my paint was "flaking" and not peeling, which seems a bit iffy to me. "Peeling" is what the inspection would look for when determining whether free re-painting would be approved. I have been paying attention to Toyotas around my town and you see a lot of people with defective white paint. Chalky, spotty, or even peeled off. There is no way all the affected cars have been serviced, as we had 2-3 years of pandemic complicating things. That means Toyota owners are looking at expensive paint repairs out of pocket or they will have huge losses when it's time to trade in or sell their cars. I have spoken to detailing and ***************** and they say the paint problems are not only peeling, but also the dullness/chalkiness and that the sun is the catalyst for problems. In the case of my vehicle, I don't know what is going to make the paint worse. Sun? Car washes? Toyota was supposed to be better than this. As a result, I am in the process of finding other affected Toyota owners and have contacted legal representation. I understand that the brand has decided to wash their hands of this problem, which I find unacceptable.
  Regards,

  *****

   

   

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car in for a noise issue that I thought might be the wheel bearings. I was sent a message and video stating that that that the service department found a problem with my radiator. I was surprised because I had no issue with my radiator at all and two other independent mechanics that previously looked over the did not observe anything wrong with my radiator. The service advisor told me by phone that it was because it was a small leak that was just crusting over when I said I saw no drips below my car in my garage. I wondered if I was being scammed into an unnecessary repair. I also worried that there may be indeed a leak. So, I said to replace the radiator. The problem I have with the situation is the bill states that I the customer requested the radiator replaced because customer says there is an a/c heat issue with radiator. This is untrue. When I tried to follow up with the service advisor about this statement, I was never called back. I filed a complaint with Lexus Corporate Headquarters, and no one has ever explained this leading me to believe that I was scammed into getting a new radiator. Moreover, the new radiator is not of the same quality as my original one. It makes strange noises while operating. I am unhappy about the entire situation.

  

  Business Response

  Date: 07/21/2023

  Hello ********************, 

  Thank you for reaching out.  We apologize for any inconvenience of the wording on *********** order.  When the tech noticed the radiator leak, this was the default repair line he used to document it.  I have included the actual photo of your radiator which is linked to your account prior to the repair.  You can see the *******/red on the coils that is showing the leak.  

  We apologize for the noise you are hearing and can take a look at the radiator at your convenience.  Please give us a call or email when would be a convenient time and we can look into this.

  Sincerely,

  Berlin City Lexus

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aggressive sales technique where it felt like I couldnt get out of the chair unless I said yes. Ended up purchasing extra plans I did not want. Sent communication immediately upon return home to cancel. Received email stating would be reimbursed money never came.

  

  Business Response

  Date: 03/24/2023

  Hello ********************, we apologize for your recent experience.  Unfortunately, you have reached out to the wrong dealership.  We are Berlin City Toyota of Portland on Riverside Street in Portland.  We do not have any records of ever selling you a vehicle.  I do know that if you financed your vehicle, the refunds will go directly to the lender.  If you financed, you may want to check your loan and make sure the refund was not applied to it.  If not, I would recommend reviewing your paperwork and reaching out to the store you purchased from.    

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 ram **** from Berlin city auto group of portland maine. Directly after purchase I noticed the vehicle had some front suspension issues so I took it back and they did and alignment and said it was the best they could do.. meanwhile it was all still in the red so I take it back and try to deal with it being the best it can be then it got worse, you had to fight the steering wheel to keep it inline and sometimes would lock in place, as well as cv axle popping noise..also had light bulbs out tires sticking past the body just wasnt inspected throughly at all. So the truck has been sitting at the dealer for nearly 3 months now. And they agreed to buy the truck back because Im losing a ton of money not having it and it does me no good being there because the parts are so called on nationwide back order.. after several attempts of getting ahold of them Going weeks in between replies they were officially suppose to buy the truck back on the 27th because Ive found and financed a new replacement truck like they said theyd buy this one back. Well now that day comes and mysteriously the parts show up that same day and say they want to fix it now and not buy it back but yet I have all this emails and texts of them buying it back and now put me in a pickle of having two trucks financed now and them backing out because they were just making me wait for no reason. So if you guys can please help get this resolved Id greatly appreciate it !

  

  Business Response

  Date: 01/09/2023

  Hello, We have replaced the tires and the removed the lift kit that was on it when it was sold.  *********** was asking for us to buy the truck back. We could not do this as we were well beyond our 4 day return policy.  We then agreed to replace it with a different vehicle.  We attempted to replace it with several different trucks and none of them would work for ***********************  We brought in another truck with the same equipment and less mileage for an even trade.  *********** decided he did not want this.  *********** agreed with *******************, the Used Car Manager and ***********************, the General Manager to replace the suspension back to factory specs.  We also provided a loaner while the parts were on order and offered to exchange the loaner for a truck if he needed one.  We have replaced all of the suspension parts back to factory parts, but unfortunately, there was a delay in getting these parts.  We have completed this and returned the vehicle to ***********************  We also did a one-time goodwill payment to him to cover the parts delay from Ram.  We could buy the truck back, but it would be at current market value and not what he paid for the truck months ago.

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  

  Good morning,  I didnt buy the truck to have a stock look, you guys suggested these parts would make it safe and not have suspension popping issues. However after being on your guys time of making me wait for months & have no tiger trucks with matching features & parts supposedly on nation wide back order which was false! You guys were going to buy the truck back. Which is why I have messages stating the fact as well as the manager agreeing too and the salesmen who told the sales manager thats what we agreed on. Thats how we left off. Not changing the parts. The truck was suppose to be bought back which is why I had to go out and buy a whole other truck like I was directed too.  Be a man of your word & an honest trust worthy company and do like you said you were going too.
  
  Regards,

  ***********

   

   

  

  Business Response

  Date: 01/11/2023

  Hello ***********, I was with you and the manager when we agreed to put the truck back to stock.  We discussed that we cannot buy the truck back at that time and all agreed to replace the entire suspension.  We had two of our technicians and a different technician from the Ram store explained there was nothing wrong with the vehicle lift, and this is how the vehicle drives with a lift.  You said you did not like this and agreed to have us change the suspension.  The delay was purely on parts availability, not the dealership installing the parts.  We also provided you the slip showing the arrival dates of the parts for validity.  The truck is now perfectly operational with no rubbing noise from the lift and has brand new tires.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealership accepted a deposit of $500 for the purpose of reserving a car that was not yet available on the lot. Delivery was expected in approximately 2 months. I was able to find the same vehicle at a lower price available within 3 weeks at another dealership about 4 days after making this reservation. I called to have the money refunded and they said they "Don't do that since we took the car off the market for you."

  

  Business Response

  Date: 12/14/2022

  Hello ********,

  We are Berlin City Toyota of Portland, located in Portland Maine.  I have checked and we do not have any record of a deposit or a salesperson name *****************  I think you have reached out to the wrong store.